Crozer Keystone Health System Patient Ambassador in Drexel Hill, Pennsylvania
Summary: Through direction from key hospital leadership, the Patient Experience Ambassador (PXA) will support programs and processes to promote a “patient-centered” culture of caring and quality healthcare.
Under the direct supervision of the Patient Experience Officer, the Patient Experience Ambassador is responsible for engaging with patients and their families to determine their needs and concerns and advocate on their behalf. The Patient Experience Ambassador improves patient experience throughout the facility. They are responsible for providing excellent customer/patient service both in their telephone interactions with patients and their families, as well as in their face-to-face interactions with all that they encounter. This role creates a positive patient experience by consistently delivering excellent customer service and collaborating with internal service areas that support the patient’s needs. This position is a crucial link between the patient and the care delivered by the clinical and support teams within the facility.
Continuously carries out the Prospect Holdings, Inc. values and hospital-specific mission to attain excellence in the provision of healthcare services by consistently fulfilling the commitment to quality, and by compassionately and skillfully delivering continuously improving total patient-centered service. Is fully educated on hospital’s patient rights policy
Support the Organization’s vision and values as it relates to Customer Experience in all interactions with patients, visitors, and staff with an understanding and sensitivity to age, spiritual and cultural diversity.
Demonstrates respect, dignity, understanding and sensitivity to individuals concerns.
Demonstrates professional conduct by appropriate communications, respect and courtesy to individuals
Demonstrates a positive professional image. All interactions with the healthcare team will be performed with a collaborative approach with an emphasis on customer service
Conducts patient rounds in all patient care areas where patients and their family members reside. Additionally, conducts patient rounds on all new patient admits utilizing daily census reports. While rounding on patients, ensures that patient rooms are clean, comfortable and safe. If not, utilizes the appropriate reporting and communication tools to document requests for resolutions accordingly, to enhance the patient experience
Actively connects with patients at the bedside and serves as an Ambassador to connect the patient’s voice, expectations and perspective with the hospital care team
Communicates and interacts with patients, families and others in a caring, empathetic, courteous, and respectful manner promoting family centered care.
Responsible for communicating delays to patients and their families
Promotes effective communication of patient issues/concerns appropriately and effectively between all members of the healthcare team and patient/patient’s caregivers
Primary facilitator of all patient complaints, feedback, and compliments for the hospital.
Collaborates with and acts as a resource for the hospital staff in the coordination of responses to patients, families and visitors. Encourages the use of appropriate service recovery and recognition options
Promotes and recognizes excellent customer service
Identifies opportunities to improve patient flow
Always maintains confidentiality:
Protects and preserves patients’ rights to confidentiality, to include but not limited to records, files, access to others hearing conversation, correspondence and test results; understands and complies with all HIPAA policies of the facility.
Maintain dignity and rights of patient/family/staff.
Education: High school diploma or equivalent required. Associate’s Degree preferred.
Experience: A minimum of 18 months of healthcare and/or customer service experience is required.
Skills and Abilities:
• Bilingual communication skills are desirable, but not required
• Ability to manage highly confidential patient experience issues and complaints with diplomacy, tact, and persuasiveness
• Exercises emotional intelligence to engage patients and their families and exhibit empathy and compassion.
• Critical thinking, problem solving, interpersonal communication, active listening and customer service skills
• Ability to work independently
• Solid Administrative & Computer Skills
• Ability to Multitask
• Flexibility and Adaptability